Return, Exchange, & Refund

Refund, Exchange & Return Policy

30-Day Money Back Guarantee + 30 Days Return + One-year Warranty

ZWNAV is committed to exceeding our customer’s expectations! Therefore we offer a 30 Day Satisfaction Guarantee on all products. If you purchased your product, we back it up with a 30-Day Money Back guarantee. If you are in any way dissatisfied with the performance of your product, you may return it to us for a full refund within 30 days from the date of purchase. The 30 Day Satisfaction Guarantee is only offered on products purchased directly from ZWNAV. uninstall and return shipping or refused delivery expenses are not included in the 30 Day Satisfaction Guarantee.

In order to understand your problem more comprehensively, you have to provide detailed product fault video and pictures, we have professional technical engineers, who will help you solve all the problems.If you lack of any spare parts and wires, we will send to you again. Any questions please email us, our professional after-sales team will reply you as soon as possible.

Contact our Support Team by email at (service@zwnav.com).

By completing a purchase, a buyer accepts and agrees to all the Terms and Conditions mentioned in this Refund and Return Policy, and will adhere to them unconditionally.

Do not continue to use ZWNAV SCREENS if you do not accept, agree and unconditionally adhere to all of the terms and conditions stated on this page. A buyer also agrees to have fully read and understood the product description and limitations of a product/s they intend to purchase, and agrees not to contest, challenge or dispute these limitations once they encounter obstacles with their product/s caused by such forewarned limitations.

ZWNAV, we stand behind the quality of our products and services. We want our customers to be satisfied with their purchases and feel confident in their investment. That’s why we offer a comprehensive Refund & Return Policy.

To make a warranty claim, customers should contact our Support Team by email at (service@zwnav.com), together with your purchase order number,Product fault video. We will promptly respond to all warranty claims and work to resolve any issues as quickly as possible.

1. RETURNS AND REFUNDS

1.1 ORDER CANCELLATIONS

Unshipped Orders:

Order cancellations must be done within 1 business days from order date. We are unable to cancel orders that fall over this allotted time frame.

ZWNAV engages with a designated Payment Processor to facilitate transactions. A fee of 5% of the total purchase value is levied by the Payment Processor for each transaction. It is important to note that this fee is non-refundable, even in instances where ZWNAV issues a full refund to a customer following a cancellation initiated by the customer.

Therefore, in the event of an immediate cancellation request (within 1 business days from payment) from a customer, a cancellation fee equivalent to 5% of the purchase value will be applied. This measure is to offset the non-recoverable costs incurred by ZWNAV in the course of receiving and processing payments.

As a gesture of our appreciation and to foster a continued relationship, should customers decide to make a subsequent purchase from ZWNAV, the previously applied 5% cancellation fee will be credited back to them in the form of a discount voucher. This policy reflects our commitment to customer satisfaction and gratitude for their loyalty.

Shipped Orders:

If your order has shipped and you opt to cancel, Section 1.2 will apply. You must first receive the item and then contact us to initiate the return. Our return address is only accepted in China warehouse address.

(return address: Room 501, Building 10, Zhongxing Garden, No.13 Pengxing Road, Pengxing Community, Luohu District, Shenzhen City, Guangdong Province, China)

If delivery is refused or undeliverable, we will deduct $100 from your refund on top of applicable restocking fees to cover for return shipping.

Unverified Orders:

Before sending out any order, ZWNAV needs to verify product-vehicle compatibility. ZWNAV cannot send the product before confirming compatibility and setting-up the unit for the customers specific vehicle characteristics. In order to do so, we will reach out to the customer through several channels. If after doing 3 E-Mail reach-out attempts, 3 SMS reach-out attempts, 3 WhatsApp reach-out attempts, 3 phone call reach-out attempts, and 3 voice mail reach-out attempts in a time period of 10 days, no answer whatsoever from the customer is given, then ZWNAV will proceed to refund the customer while applying a 5% cancellation fee. This 5% cancellation fee is broken down into a 3.5% fee which is charged to ZWNAV by the payment processor, as explained in article 'Unshipped Orders', and into a 1.5% fee which represents the invested time and man-power by ZWNAV employees to try and contact the customer.

Hence a 95% refund will be provided to the customer if the aforementioned conditions are met.

As a gesture of our appreciation and to foster a continued relationship, should customers decide to make a subsequent purchase from ZWNAV, the previously applied 3.5% cancellation fee will be credited back to them in the form of a discount voucher. This policy reflects our commitment to customer satisfaction and gratitude for their loyalty.

To cancel an order, please email us at ( service@zwnav.com)

1.2 CHANGE OF MIND RETURNS

Here at ZWNAV, we understand that there are times you may change your mind or no longer want an item. We allow change-of-mind returns, but to cover the cost of processing these returns, fees apply and will be based on the product purchase price, and will be deducted from the refund. Do note that any extra shipping cost will not be refunded. If 91 days have gone by since your delivery date, we apologize, we can’t offer you a refund, exchange, or return. (Warranty excluded).

Items must be returned in original undamaged packaging, with complete parts and accessories, and with no damage.

To start the return process, please email us at ( service@zwnav.com)

Wrong Purchase or Purchase by Mistake

It is customer’s responsibility to confirm the correct model before you purchase. If you are uncertain about the compatibility, please feel free to take a picture of your original dash and send it to our technical support department ( service@zwnav.com) together with you order number and our technician will be more than happy to assist you. Exchange may only be accepted if the system is still in original packaging, original condition, and has not been tampered or attempted to be installed, with ALL contents of the box are still sealed and in original condition as it was shipped to the buyer. Customers will be responsibility for the return shipping cost.

REFUNDING CHANGE OF MIND RETURNS

Tesla-Style screens: screens that are returned, once the package is on its way to the warehouse, are refunded 50%. We keep the 50% until we check the condition of the return. This can extend for up to 4 weeks after receiving the product. If there are no major damages, If there are no major damages, we will retain 15% + $25 as a restocking fee and refund the remainder. If major damages are present (e.g., scratched screen), we will retain the amount necessary to cover these damages and refund the remaining balance.

CarPlay Modules: Modules that are returned, once the package is on its way to our warehouse, are refunded 50%. We retain 50% until we check the condition of the return. This can extend for up to 4 weeks after receiving the product. If there are no major damages, we will retain 15% as a restocking fee and refund the remainder. If major damages are present (e.g., missing wires), we will retain the amount necessary to cover these damages and refund any remaining balance.

Once your return is received and inspected, we will contact you, to notify you that we have received your returned item. We will also notify you on the amount to be refunded. Then, your refund will be processed. The credit will automatically be returned to your original payment method (this may take 3-10 business days, depending on your payment method and financial institution).

1.3 DAMAGED, WRONG PRODUCT RECEIVED OR INCOMPLETE ORDERS

If you received a damaged unit, you MUST give us the possibility of remedy at least once, i.e., the possibility of making things right by returning the unit first and us giving you a new undamaged item. If you do not want to give us the possibility of remedy , then the usual restocking fees apply as outlined in Section 1.2 CHANGE OF MIND RETURNS.

You must return the damaged merchandise first, and provide us with shipping confirmation before we send you a replacement. This is non-negotiable.

If your order is missing items/components, or if you received the wrong item, ZWNAV will gladly send the missing item/component as a remedy. If a customer chooses to refuse the remedy offered by ZWNAV and opts for a return & refund, the item must be returned first, and the refund will be subject to the conditions outlined in 1.2 CHANGE OF MIND RETURNS

To be eligible for a replacement or refund, you must report the damage/missing item within 3 days from the delivery date, and you must take a photo and video of the packaging showing the damage, the damaged item, and the missing parts. No photo and video, no replacement.

It is imperative for customers to immediately inspect orders upon delivery.

Tesla-Style screens: screens that are returned, once the package is on its way to the warehouse, are refunded 50%. We keep the 50% until we check the condition of the return. This can extend for up to 4 weeks after receiving the product. Once the reported damage has been verified and confirmed, we will then issue the remaining 50%. Note that intentional damage will null and void any warranty, as well as your full refund and will be reported to Federal Authorities for fraud.

CarPlay Modules: Modules that are returned, once the package is on its way to the US warehouse, are refunded 50%. We retain 50% until we check the condition of the return. This can extend for up to 4 weeks after receiving the product. Once the reported damage has been verified and confirmed, we will then issue the remaining 50%. Note that intentional damage will null and void any warranty, as well as your full refund and will be reported to Federal Authorities for fraud.

Once your return is received and inspected, we will contact and notify you that we have received your returned item. Your refund is then processed ten days after confirmed return delivery. The credit will automatically be returned to your original payment method (this may take 3-10 business days, depending on your payment method and financial institution).

To report damaged or incomplete orders, please email us at ( service@zwnav.com)

1.4 INSTALL ISSUES

If a customer has issues during installation, he/she must accept our technical assistance. If the technical assistance we provide cannot solve the installation issue, then the customer can request a return and will be eligible for a full refund.

Tesla-Style screens: screens that are returned, once the package is on its way to the warehouse, are refunded 50%. We keep the 50% until we check the condition of the return. This can extend for up to 4 weeks after receiving the product. If there are no major damages, we will then refund the remainder. If major damages are present (e.g., scratched screen), we will retain the amount necessary to cover these damages and refund the remaining balance.

CarPlay Modules: Modules that are returned, once the package is on its way to the US warehouse, are refunded 50%. We retain 50% until we check the condition of the return. This can extend for up to 4 weeks after receiving the product. If there are no major damages, we will then refund the remainder. If major damages are present (e.g., missing wires), we will retain the amount necessary to cover these damages and refund any remaining balance.

We cannot process returns based on the customer not being able to install the product. It is the customers’ responsibility to know if he/she is able to install an aftermarket product in their vehicle and to search for professional help, as suggested by ZWNAV, if he/she is not able to.
If a customer refuses our technical assistance, has install issues and insists/forces a return, Section 1.2 ‘CHANGE OF MIND RETURNS’ will apply.
ZWNAV will require customers to provide photo and video proof of install issues, or for any issue they claim to encounter. This is to authenticate the issue and for our TECHNICIANS to be able to appropriately determine its cause, and provide the best possible resolution. If photo and video evidence is not provided, and the customer insists/forces a return, Section 1.2 ‘CHANGE OF MIND RETURNS’ will apply.

For installation assistance, please email us at ( service@zwnav.com)

1.5 PRODUCT ISSUES

ZWNAVprovides TECHNICAL SUPPORT for customers facing issues with their product/s. A customer must FIRST accept our technical assistance. If a customer refuses technical assistance, and insists on a return/refund, they must return the item first, and the refund will be subject to Section 1.2 ‘CHANGE OF MIND RETURNS’.
ZWNAV will always endeavor to assist a customer facing Technical Issues. If a customer accepts technical assistance, and refuses to cooperate and or refuses to wait for a resolution, and then insists on a return/refund, they must return the item first and the refund will be subject to Section 1.2 ‘CHANGE OF MIND RETURNS’.
ZWNAV will require customers to provide photo and video proof of product issues, or for any issue they claim to encounter. This is to authenticate the issue and for our TECHNICIANS to be able to appropriately determine its cause, and provide the best possible resolution. If photo and video evidence is not provided, and the customer insists/forces a return, Section 1.2 ‘CHANGE OF MIND RETURNS’ will apply.
If our Technical Assistance/suggestion fails to work, ZWNAV will require photo and video proof showing the correct solution/procedure being done, and its resulting effect. If photo and video evidence is not provided, and the customer insists/forces a return, Section 1.2 ‘CHANGE OF MIND RETURNS’ will apply.
If all the technical assistance we provide could not solve the product issue, then the customer can request a return and will be eligible for a full refund.

If you encounter product issues, please email us at service@zwnav.com

1.6 REPLACEMENTS

If a customer is provided a replacement and decides to return the replacement (and the reason for return falls under 'Change of Mind'), the restocking fee imposed will be 50% from total purchase price, plus an additional $25. This is to cover ZWNAV overall costs in handling returns and replacements.

1.7 TECHNICAL SUPPORT CHANNEL

ZWNAV only offers Technical Support through WhatsApp. Due to the number of support requests we receive, please note that we can only communicate via Text and Video or Image sharing through this medium. Voice or video calls are currently not available.

1.8 RETURN SHIPPING

ZWNAV pays for return shipping on most orders. Some orders require the customer to pay for return shipping, which are later reimbursed (depending on return reason: change of mind/forced returns are not eligible for shipping cost reimbursement if a shipping label was not provided). Please keep receipts and proof of shipping to be eligible for a shipping refund.

1.9 USE OF PRODUCTS

ZWNAV will not be responsible for any misuse of products that are outside of their control. ZWNAV will not be responsible for any damage caused to any equipment that our products are used on, if such damage is caused by user error or negligence.

2.0 COMPATIBILITY

To ensure compatibility, ZWNAV will require photos of your existing head unit (front and or rear), as well as your dashboard and head unit main interface. In some cases, you may need to remove your existing head unit to take a photo of the back. We will certainly respect a customer's decision to decline this request, but should a customer cancel for this reason, the 3.5% processing fee will be deducted from the refund.

2.1 CHARGEBACKS

ZWNAV treats all customers fairly. We strive to always settle disputes amicably, and offer alternative options to customers. In most cases, we issue a full refund to any return/cancellation/refund as long as it meets the eligible criteria, and does not go against our Terms & Conditions & Return & Refund Policies.

ZWNAV respects customers’ decision in filing chargebacks. In the event a customer refuses to settle, or refuses solutions provided and proceeds with a chargeback, anyZWNAV product in a customer’s possession must be implicitly returned to ZWNAV. In the event a customer refuses to return a ZWNAV item, the latter will exhaust all legal remedies to recover ZWNAV property. Any item in a refunded order immediately becomes ZWNAV property, and as such must be returned to the right and respectful owner.

ZWNAV reserves the right to contest any Chargeback filed by customers to circumvent our Returns and Refund Policies.

ZWNAV reserves the right to TERMINATE technical or after sales support to customers who file chargebacks and or who fail to return ZWNAV property.

If a full refund is offered by ZWNAV and a customer decides to file a chargeback immediately or at a later time while the return & refund is still under process, the full refund will be VOIDED and any refund will be subject to a $75 administration fee. This is to cover the costs ZWNAV incurs from the UNECESSARY Chargeback.

ZWNAV will also charge the $75 chargeback administration fee to customers who maliciously and fraudulently file chargebacks in order to obtain a full refund, despite being ineligible for one (in accordance with our Refund & Return Policy).

2.2 ABUSE

ZWNAV will not tolerate verbal abuse or any form of foul, vulgar language. Our Customer Service representatives and Technical Support Providers will refuse and terminate assistance to any customer who is abusive and foul mouthed in any way.

2.3 PROFESSIONAL INSTALLATION

a. ZWNAV will not (regardless of reason) refund any installation costs done by partner or non-partner third-party installers.

b. If an installer insists a ZWNAV product is incompatible or faulty, and a customer wishes to return for these reasons, in order to validate the claim (and offer a full refund) we require:

1. Official written certification from the installer stating that the product is incompatible and or faulty.
2. Photo and video proof demonstrating the issue/s to back up the claim.
3. Troubleshooting and technical assistance by ZWNAV must be accepted and executed, as outlined in 1.5 PRODUCT ISSUES

If a customer refuses to do the above and forces/insists on a return, the refund will be subject to the conditions stated in 1.2 CHANGE OF MIND RETURNS

2.4 WARRANTY & DISCLAIMER

2.4.1 By default, ‘ZWNAV’ provides 1 Year Warranty on all products. We understand that in rare instances, some products that were manufactured, potentially might be faulty. Warranty extension may be purchased, only up to 30 days after original product purchase.
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2.4.2 ‘ZWNAV’ provides 4 weeks of "free replacement warranty" if our products arrive faulty or do not operate as expected (Assessed by ‘ZWNAV’ Only).

2.4.3 The consumer has up to 4 weeks to return the product for a free replacement (This does not include Shipping and Taxes). The consumer will be responsible for paying shipping and any applicable taxes UNLESS the product has a quality issue or is faulty on arrival) (Assessed by ‘ZWNAV’ Only).

2.4.4 ‘ZWNAV’ will not be held responsible for improper installations. This includes, rips, tears, electrical faults. Please install at your own risk. Our products go through many manufacturing and testing phases to ensure quality assurance. Any third party professionals that do not have involvement or partnerships with ‘ZWNAV’, are NOT Covered. We will only guarantee work through our partners. Warranty assessment will only be professionally assessed by ‘ZWNAV’. Please note: Our products have surge protection going both ways, to and from your vehicle. It will not be possible for our products deteriorate or destroy vehicle features, accessories or general electrical.

2.4.5 ‘ZWNAV’ provides products that are considered as ‘aftermarket’. These products may not operate the same as factory equipment. We engineer them as best as possible to be able to give an alternative to owners of vehicles that do not otherwise have many other options in the market.

2.4.6 'ZWNAV’ sells products at different, complex levels, at different price ranges, with all products providing a different cause and feature. ‘ZWNAV’ is not responsible for improper installation(s), in saying this, for the first time installation, you might encounter some issues, that’s why we’re to help. ‘ZWNAV’ and the team, suggests to visit a professional or get professional advice if you’re not comfortable with amending your vehicle.

2.4.7 ‘ZWNAV’ sells modules that have an Android-based interface that allows consumers to download 3rd party apps that are owned by other 3rd parties. If a 3rd party app is not operating as it should, then it is suggested to contact that 3rd party where possible. ‘ZWNAV’ will be here to help with any technical issues and where possible. ‘ZWNAV’ will not issue a refund or return without a valid reason. If at any point, one of our staff are threatened or abused, any refunds/returns will be void.

2.4.8 We may update our site from time to time and may change the content or product pricing to suit market demand and needs at any time. ' ZWNAV' has all rights to do this.

2.4.9 We have all rights to accept or cancel any order, at anytime. We also hold all rights to NOT cancel any orders recognized as fraud until we believe the funds can safely be returned to the true holder of the payment method used.

-END OF SECTION 2-

3.0 SALE ITEMS (IF APPLICABLE)

3.1 Regular priced items are eligible for refund requests. Unfortunately, sale items cannot be refunded. Sale Items include any discounts/coupons, including any holiday discounts, E.G; Black Friday, Cyber Monday, Boxing Day, Christmas, Etc.

3.2 Sale items may not be returned or refunded, including; any cancellations, orders placed accidentally, and/or vehicles not supported by ‘ZWNAV’ without 'consumer' preemptively checking with 'ZWNAV' for support of vehicle. This does not include warranty. Warranty may still apply if the product is not operating as expected. Expectations of operation will be assessed by 'ZWNAV' only.

No Third parties have assessment interest or opinion.

3.3 'ZWNAV' reserves the right to refuse/deny any sale without any reason provided.

How to Make a Warranty Claim

To make a warranty claim, please contact us at (service@zwnav.com) and provide us with your order number, a description of the defect, and any additional information that may be relevant. We will evaluate your claim and, if it is covered under this warranty, provide you with instructions for returning the product.

Please note that you will be responsible for shipping the product to us if it is out of 14 days upon receipt of your order, and we recommend that you use a trackable shipping method. We will cover the cost of shipping the repaired or replacement product back to you.

-END OF SECTION 3-